ESSENTIAL DUTIES AND RESPONSIBILITIES
Other duties may be assigned as needed.
Shop Leadership and Workflow
- Provides leadership, direction, and support to night shift technicians.
- Reviews open repairs, priorities, and customer commitments at the beginning of the shift.
- Monitors repair progress and addresses stalled or delayed repairs.
- Prioritizes work based on customer needs, parts availability, technician skill, and shop capacity.
- Ensures technicians remain productive and repairs move through the proper workflow.
- Documents delays, parts needs, approvals, and other items requiring follow-up.
Technical Support and Quality Control
- Serves as the primary technical resource for night shift technicians.
- Assists with difficult diagnoses and repairs and ensures proper repair procedures are followed.
- Performs or oversees quality-control inspections on completed repairs.
- Ensures technicians complete appropriate self-QC inspections.
- Road tests vehicles and verifies repairs when necessary.
- Reviews comeback repairs and addresses quality concerns.
- Coaches and develops technicians in diagnosis, repair quality, efficiency, and documentation.
Documentation and Warranty
- Reviews technician repair stories for accuracy and completeness.
- Ensures concern, cause, diagnostic findings, and correction are properly documented.
- Verifies required photos, measurements, worksheets, warranty tags, and diagnostic reports are completed.
- Ensures manufacturer warranty and repair procedures are followed.
- Corrects incomplete documentation with technicians whenever possible before the end of the shift.
Evening Service and Customer Support
- Provides service desk coverage after Service Advisors leave for the day.
- Answers incoming service department phone calls and assists customers as needed.
- Opens repair orders for vehicles arriving during the evening.
- Accurately documents customer concerns, requested repairs, contact information, and approvals.
- Assists with vehicle drop-offs and after-hours service needs.
- Documents customer conversations and items requiring day shift follow-up.
Shift Handoff and Communication
- Receives a clear handoff from the day shift regarding priority repairs, customer commitments, parts status, and outstanding concerns.
- Maintains clear communication with technicians throughout the shift.
- Ensures repair orders and workflow statuses accurately reflect where each job stands.
- Provides the day shift with a clear handoff covering work completed, current status, next steps, parts or approvals needed, and customer concerns.
- Ensures information is transferred between shifts to prevent lost information, repeated diagnosis, or unnecessary delays.
- Escalates significant customer, employee, quality, safety, or operational concerns to Service Management.
Technician and Shop Accountability
- Monitors technician productivity, efficiency, workmanship, and overall performance.
- Holds technicians accountable for shop procedures, quality standards, and expectations.
- Maintains a clean, organized, professional, and safe shop.
- Ensures equipment and special tools are properly used, maintained, and stored.
- Ensures the shop is left clean and organized for the incoming day shift.
PERFORMANCE EXPECTATIONS
The Night Shift Shop Foreman is expected to maintain:
- High repair quality and minimal comebacks.
- Consistent quality-control inspections.
- Strong technician productivity and accountability.
- Accurate repair documentation and workflow status.
- Professional handling of evening customer calls and repair orders.
- Exceptional communication and shift handoffs.
- A clean, organized, and safe shop.
LEADERSHIP EXPECTATION
The Night Shift Shop Foreman is a primary service department leader and is expected to take ownership of the night shift operation.
The Foreman must maintain a visible presence, provide technical direction, monitor workflow and repair quality, support customers after the Advisors leave, and ensure the day shift receives a clear and accurate handoff.
